Major Incident Management Support Specialist (Day Shift)

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, drive to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and positively impact our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and practical solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is looking for a Major Incident Management (MIM) Support Specialist within the VA End Point Support and Operations Monitoring contract. The candidates should have thorough knowledge to create plans to assure effective management, operations, and maintenance of systems and/or networks.  Manage teams of system admins and able to prioritize work and identify high risk critical problems and dedicate appropriate resources.  Has extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems. 

Responsibilities:

• Provide technical expertise in the design, implementation, and ongoing support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM). 

• Ensure the VA's IT services are reliable, and disruptions are minimized including handling high and critical priority incidents, providing shift-driven 24/7 coverage, and improving incident response and resolution processes. 

• Enhance MIM Support by: 

• Reducing the frequency and impact of IT service interruptions.  

• Improving the efficiency of incident resolution.  

• Ensuring continuous support for mission-critical operations.  

• Providing detailed analysis and reporting to drive process improvements.  

• Track improvements through agreed metrics including Mean Time to Recovery (MTTR), Incident Resolution Efficiency, Quality Assurance Outcomes, Trends in High Priority Incidents (HPI)/ Critical Priority Incidents (CPI) Incidents and in-line with the Service Level Agreements (SLAs) and response times for High Priority (HPI) and Critical Priority (CPI) incidents. 

• During major incidents, participate in bridge calls and incident resolution activities with the team.  

• Perform day-to-day incident management duties using VA tools like ServiceNow, SharePoint, SQL databases, and the VA Emergency Alerting and Accountability System (EAAS). 

• Communicate and collaborate in a timely manner with VA staff, and other stakeholders to provide necessary information and support during incident management and resolution processes  

• Communicate and coordinate with the Change Management schedule to ensure that incident response activities do not conflict with ongoing changes. 

• Work with Project manager and team members for project deliverables including but not limited to Incident Management Performance Report, MIM Analysis and Reporting Summary, Bridge Call Leadership Documentation, Contracted Personnel Recall and Resource Management Report, Incident Resolution Facilitation Report, Communication and Documentation Records, Incident Response Atmosphere Report, Ticket Management Records, Incident Coordination Report, SNOW Portal Announcements, Change Management Coordination Report, Transcriptions and Bridge Notes, and Seamless Transition and Incident Title Update Report. 

• Observe and provide feedback to continually refine and optimize the incident management process. 

• Provide mentorship and guidance to junior systems administrators and team members. 

Location: Onsite VA Austin Information Technology Center: 1615 Woodward St, Austin, Tx 78741 

Work Hours: Tuesday – Saturday, 7:30 AM – 4:00 PM 

Health Requirements: This IT Concepts position provides on-site support for the Veterans Health Administration (VHA). The VHA has facility-specific vaccination and testing requirements (outlined below). If chosen for this role, candidates may be required to show proof that the below vaccinations and testing are current. The VHA will provide guidance on specific documents needed and how to request reasonable accommodations.

• Vaccine requirements may include COVID-19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing requirements may include Tuberculosis.

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline is required (8 years of additional relevant experience may be substituted for education). 

• 5+ years of experience with a focus on ServiceNow or similar Major Incident Management or similar IT Service Management. 
• Tuesday – Saturday, 7:30 AM – 4:00 PM 

• Expertise in troubleshooting and resolving complex technical issues. 

• Excellent communication and interpersonal skills, with the ability to effectively interact with both technical and non-technical stakeholders. 

• Strong analytical and problem-solving skills, with the ability to identify and resolve issues proactively. 

• Ability to work independently and as part of a team. 

Preferred: 

• ITIL v4 certification. 

• ServiceNow based Incident Management 

• Knowledge of VA's organizational structure and IT environment. 

Clearance:

• Ability to obtain and maintain Public Trust Clearance. 

• Must be a US Citizen or Green Card Holder. 

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts who pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer a competitive benefits package that includes paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. 

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or engage in other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes a commitment to continuous professional development. 

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We appreciate your commitment to building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

ITC is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

ITC is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, ITC has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to be considered for a position.  If you need alternative application methods, please email careers@useitc.com and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@useitc.com.  

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